Junior Systems & SharePoint Administrator/Shift Supervisor Resume

TECHNICAL QUALIFICATIONS:

Software: Patch/Security Management - Active Directory - SnagIt - SharePoint 2010/2013/2016 - Windows XP/7/8/10 - MS Office 2007/2010/2013/2016 , IE 7/8/9/10/11 Google Chrome - Firefox - Service Now - Bomgar - WebEx Corporate - LogMe In Remote, Dim Dim - Asterisk VoIP, Norton Ghost, Project Management, Vendor Management, Adobe Acrobat, Remedy, Lotus Notes, Blackberry, iPhone/iPad, MAC, Office 365, MIM (Microsoft Identity Manager) portal, Office 365 Admin Centers (Exchange, SharePoint, Azure AD, Skype for Business, Intune), OneDrive for Business, SCCM, Salesforce, Citrix, Cisco VPN

SUMMARY OF EXPERIENCE:

Confidential

Junior Systems & SharePoint Administrator/Shift Supervisor

Responsibilities:

Provides Tier I/II onsite and phone based technical support to local, domestic, and international Department of Commerce - International Trade Administration end-users.
Manages a team of helpdesk technicians by ensuring quality service is provided from each technician.
Performs administrative tasks including account creations/deletions, password resets, and granting access to drives, folders and files in accordance with security guidelines.
Implements group policies on user accounts.
Monitors user accounts through Active Directory, MS Azure AD, MS Exchange, and the MS Admin Portal.
Create and manage accounts in Microsoft Identity Manager
Use PowerShell to run new user login scripts and run group policy updates
Manages network printers, scanners, and copiers.
Communicates and escalates technical issues that cannot be resolved at the first and second level based upon department operations and procedures to Tier III as necessary.
Create technical documentation for distribution to end-users and CSC staff.
Provide support in client software applications, including Microsoft Office Suite, Lotus Notes, Adobe Acrobat, Salesforce
Communicates with the end user regarding their incident, and through their correspondence resolves tickets.
Encourages and maintains positive employee culture of effective communication, customer relations and continuous improvement within team members.
Regulates software installations, upgrades, and deployments via SCCM.
Manages network servers for local, domestic, and international end-users.
Assists SharePoint team with creating and granting access to SharePoint/Office 365 site as Junior SharePoint Admin
Assists with Salesforce Admin duties that include managing Salesforce security including roles, profiles, sharing rules, workflows and groups.
Assists with Service Now Admin duties that include adding users to groups and assigning roles.

Confidential

Support Technician

Responsibilities:

Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, and desk side.
Install software, modify and repair hardware and resolve technical issues.
Provide base level IT support to non-technical personnel.
Display courtesy and strong interpersonal skills with all customer interactions.
Manage Windows 8 and Windows 7 workstations.
Setup, manage, and configure multiple types of servers.
Coordinate and support VTC/Audio conferences.
Ensure that tickets are created, resolved and completed to the client’s satisfaction via Remedy/Spiceworks.
Active Directory - Account creation, Password resets, and Group policies.
PC refresh and migration XP to Windows 7 and 8.
Provides successful troubleshooting of problems including root cause analysis for desktop, laptop and printers.
Create and manage Network accounts to include granting access to secured file shares.
Provide level 2 end-user technical support for Windows 7, Microsoft Office and network connections.

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